EU DEPARTURE FLIGHTS

Annex of the Regulation (EC) No. 889/2002 Notice

This is a notice required by European Community Regulation (EC) No. 889/2002. This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of the Regulation or the Montreal Convention, and it does not form part of the contract between the carrier(s) and You. No representation is made by the carrier(s) as to the accuracy of the contents of this notice.

There are no financial limits to the liability for passenger injury or death. For damages up to 113.100 SDRs (EUR123,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.

If a passenger is killed or injured, the air carrier must make an advanced payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs (EUR20,000).

In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,131 SDRs.

Destruction, loss or damage to baggage:

The air carrier is liable for destruction, loss or damage to baggage up to 1,131 SDRs . In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.

If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.

If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.

The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002) and national legislation of the Member States.

There are no financial limits to our liability for passenger injury or death. In relation to all passenger claims, we are entitled to rely on a defence of contributory negligence on the part of the passenger. However, for damages up to 113.100 SDRs (approximately 117,000 Euros) we will not avail ourselves of any other defence. Above that amount, we are also entitled to defend ourselves if we can prove:

Where the Warsaw Convention applies, that we took all necessary measures to avoid the damage or that it was impossible for us to take such measures.

Where the Montreal Convention applies, that we were not negligent or otherwise at fault.

Where the Warsaw Convention applies, no waiver of financial limits or of any defence shall apply to claims made by public social insurance or similar bodies however asserted. Advance Payments If a passenger is killed or injured, we will make advance payments to the person entitled to compensation if required to meet immediate economic needs in proportion to the hardship suffered. In the event of death, this advance payment will be not less than 16,000 SDRs (approximately 17,500 Euros).

In the case of passenger delay, we are entitled to rely on a defence of contributory negligence but will otherwise be liable for damage unless:

Where the Warsaw Convention applies, we can prove that we took all necessary measures to avoid the damage or it was impossible for us to take such measures.

Where the Montreal Convention applies, we can prove that we took all measures that could reasonably be required to avoid the damage or that it was impossible for us to take such measures. Our liability under the Montreal Convention will be limited to 4.694 SDRs (approximately 5,000Euros).

We will be liable for destruction, loss or damage to baggage, or damage arising from its delay, unless:

We can prove that we took all necessary measures to avoid the damage or that it was impossible to take such measures; or

We can prove contributory negligence on the part of the passenger or the person from whom he or she derives his or her rights.

Our liability under the Warsaw Convention is limited to 250 Poincare Francs (approximately 20 Euros in most countries) per kilograms of checked baggage and 5,000 Poincare Francs (approximately 400 Euros in most countries) for carry on baggage. These limits do not apply if it is proved that the damage resulted from our reckless or intentional act or omission done with knowledge that damage would probably result.

Where the Montreal Convention applies:

In relation to all baggage claims, we can rely on a defence of contributory negligence.

Otherwise we will be liable for damage arising from delay to baggage unless we can prove that we took all reasonable measures to avoid the damage or that it was impossible to take such measures.

We will also be lable for destruction, loss or damage to checked baggage unless the baggage was defective and for unchecked baggage unless we can prove that we were not at fault. Our liability under the Montreal Convention for destruction, loss, damage or delay to baggage is limited to 1,131 SDRs (approximately 1,250 Euros).

You can benefit from a higher liability limit under either the Warsaw or Montreal Conventions if you make a special declaration at check-in and pay a supplementary fee.

If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to us as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger’s disposal.

If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket for a particular flight that air carrier is the contracting air carrier for that flight.

The basis for the rules described above is the Warsaw Convention 1929 as amended at The Hague 1955, the IATA Intercarrier Agreement on Passenger Liability 1995, the Agreement on Measures to Implement IATA Intercarrier Agreement 1995 and the Montreal Convention 1999.

USA DEPARTURE FLIGHTS

This contingency plan for lengthy tarmac delays is applicable to flights operated by Turkish Airlines and has been adopted pursuant to the requirements of section 259.4 of the regulations of the U.S. Department of Transportation (DOT).

For all flights, which depart from or arrive at U.S. airports, we will not allow the aircraft to remain on the tarmac for more than 4 hours without an opportunity for passengers to deplane unless the pilot-in-command (PIC) determines there are safety or security reasons that the aircraft cannot leave its position on the tarmac to deplane passengers or Air Traffic Control (ATC) advises the PIC that returning to the gate or another disembarkation point would significantly disrupt airport operations.

We will make reasonable efforts to provide convenient and comfortable service to all customers in the event that a flight is delayed.

In particular, in the event of a tarmac delay, we will,

1) Provide adequate food and potable water no later than two hours following gate departure or flight touch-down if the aircraft remains on the tarmac, unless the PIC determines that safety or security considerations preclude such service.

2) Ensure that lavatory facilities are operable and that adequate medical assistance is available if needed.

3) Notify passengers on the aircraft every 30 minutes regarding the status of the delay, including the reasons for the delay, if known.

4) Provide passengers on the aircraft notification every 30 minutes that they have the opportunity to deplane, if that opportunity exists.

We have committed sufficient resources to implement this plan and we have coordinated this plan with airport authorities (including terminal facility operators, U.S. Customs and Border Protection, and the Transportation Security Administration) at all U.S. airports that we serve including regular civilian diversion airports that are defined by DOT to be a “non-hub” or larger airport.

We will make reasonable efforts to comply with this plan in the event of a diversion to any other U.S. airport.

Pursuant to Turkish Airlines’s Conditions of Carriage, for flights operated on our behalf by other carriers, the applicable contingency plan will be that of the operating carrier.

Turkish Airlines values all of its customers and is continually working to improve its services and to offer the safest and most comfortable trip to every customer.

The following Customer Service Plan provides a summary of the actions taken by Turkish Airlines to assist its customers.

This Customer Service Plan is applicable to services provided in the United States and in connection with scheduled flights to/from the United States by Turkish Airlines and has been adopted pursuant to U.S. Department of Transportation (DOT) regulations.

Offering the lowest fare available

For reservations made via Turkish Airlines’ U.S. website, U.S. phone reservation center, or U.S. airport ticketing counters, we will offer the lowest fares available through that booking channel, when you provide specific travel dates, flights, and class of service information. For reservations made via the phone reservation center or airport ticketing counters, we will also advise you if lower fares may be available through the website.

Notifying passengers of known delays, cancellations, and diversions

For flights that depart in 7 days or less, we will provide timely information about known delays of 30 minutes or more, cancellations and diversions (“flight status information”),within 30 minutes of our becoming aware of it, by:

Providing flight status information through the website and upon request via the phone reservation center.

Providing flight status information through announcements at gates and through flight status displays at airports in the U.S.

Providing this flight status information through notification services (including e-mail), to the extent such services are offered by Turkish Airlines, to passengers who register on the website to receive e-mail updates.

Delivering baggage on time

We will make reasonable efforts to ensure that all checked baggage is available as soon as possible after a passenger’s flight arrives at the gate. In the unlikely event your baggage does not arrive at your destination with you, we will initiate a search and make reasonable efforts to return the baggage to you within 24 hours. In the further unlikely event that your baggage cannot be located, we will refund any fees that you have paid for its transportation (including fees for excess or overweight baggage). In addition, we will pay compensation for lost or delayed baggage as required by applicable international agreements.

Refunds within 24 hours

Effective for reservations made on or after July 17, 2018: If you make your Turkish Airlines reservation to or from the United States at least 7 days prior to the flight’s departure through any of Turkish Airlines’ sales channels in the United States (Call center, ticket office, website, etc.), you may cancel the reservation within 24 hours of making it and receive a full refund, including the cost of the ticketing fee, if any.

To request your refund within 24 hours of making a reservation, please send your request to the appropriate e-mail for the trans-Atlantic gateway that you were scheduled to use. The refund e-mail address for each gateway is as follows:

Regardless which e-mail address you use, the time that you contacted Turkish Airlines will be duly noted.

If you do not request your refund within 24 hours of making your reservation, all ticket rules will apply.

Effective for Purchases made on or after April 2, 2019:

Airlines will offer its customers a 24 hour hold period in which they can hold a reservation without payment, under no obligation, with a guaranteed fare to or from the United States, made on this website or through other U.S. reservations centers or ticket counters if the reservation is made at least 7 days prior to departure. After a customer provides payment for any ticket, it will only be refunded subject to applicable fees per the fare rules. This is true regardless of whether or not a customer chooses to use this free “hold” option.

Providing prompt ticket refunds

If a passenger has purchased a ticket that is eligible for a refund via the website, phone reservation center, or airport ticketing counters and the passenger makes a timely request for a refund, we will provide prompt refunds as follows:

For purchases by credit card, we will submit the request for a refund to the credit card issuer within 7 business days of receiving your completed request for a refund. (The credit card issuer will refund the purchase price under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund.)

For purchases by cash or check, we will issue your refund within 20 business days of receipt of your completed request for a refund. Refunds must be requested through the phone reservations center. A complete request for a refund may require information including your name, address, credit card number, ticket number, dates of travel, and origin and destination of travel.

We will also refund fees charged to a passenger for optional services that the passenger was unable to use due to an oversale situation or flight cancellation.

Properly accommodating passengers with disabilities, and other passengers in need of assistance

We are committed to offering convenient and comfortable service to all of our passengers, including passengers who require special assistance.

For passengers with disabilities, we will comply with DOT regulations. We also offer certain services for children traveling alone, passengers who are pregnant or traveling with small children, and other passengers who may require special assistance. While passengers may ask for assistance at the airport, there are, however, certain service requests which require advance notice. Please note that even in cases where advance notice is not explicitly required, we recommend that passengers inform us in advance of any special assistance requests so we can best be prepared to serve you. Such notification will help us plan ahead for your safe and comfortable travel. Please call 1800-874-8875 for further details.

We will make reasonable efforts to meet the requirements of passengers who require special assistance and also to ensure that the requirements of any passengers who require special assistance are met during a lengthy tarmac delay.

Compliance with the Contingency Plan for Lengthy Tarmac Delays

In the event of a lengthy tarmac delay involving a flight departing from or arriving at any U.S. airport, we will make every reasonable effort to meet passengers’ essential needs as described in our Contingency Plan for Lengthy Tarmac Delays.

Treating passengers fairly and consistently in the case of oversales

Occasionally we may not be able to provide a passenger with a seat on a flight, even if he/she holds a ticket and has checked in on time. This is called an “oversale” and can occur for reasons such as safety restrictions on the maximum weight that an aircraft can carry; an unplanned change in the size of the aircraft operating the flight; or if there otherwise are more passengers who have checked in and are prepared to board than there are available seats. Passengers denied boarding or involuntarily downgraded due to an oversale on a flight departing the U.S. are in most cases entitled to transportation on an alternate flight to the final destination and/or compensation, as required by DOT regulations. We will consistently follow DOT requirements and our own policies in the event of an oversale, including by asking for volunteers before denying boarding or involuntarily downgrading any passenger, and by providing a written statement to each passenger denied boarding which describes his or her rights.

Please be advised to arrive at the airport two hours prior to scheduled departure for international flights.

Cancellation policies applicable to each type of ticket fare are displayed when purchasing via the website, and agreed to by the customer at time of purchase.

The rules and policies for our frequent flyer program.

Aircraft configuration charts, including the number of seats and the location of lavatories. (Aircraft configuration charts for flights operated by our codeshare partners may be obtained from their websites.)

Upon request, our phone reservations center can also provide this information, or identify its location on the website.

Providing information about itinerary changes

For flights that depart in more than 7 days, we will notify customers in a timely manner of changes in their travel itineraries (including changes in the scheduled departure time, as well as delays or cancellations) through notification services (including e-mail) to the extent such services are offered by Turkish Airlines, to passengers who register on the website to receive e-mail updates and upon request through the website and the phone reservations center.

Ensuring responsiveness to customer problems

We welcome the opportunity to address the concerns and opinions of our valued customers, while continually striving to improve our service.

Although we will make every effort to respond much sooner, at the very latest we will acknowledge, in writing, all written complaints within 30 days, and provide a substantive response within 60 days, in accordance with DOT regulations. We will also promptly respond to other comments and feedback. Information about how to contact us is available here or by e-mail to You can share your comments, feedback and suggestions via our online feedback form.

Providing services to minimize inconvenience resulting from delays and cancellations

In the event of flight delays, cancellations or misconnections, we will make reasonable efforts to assist passengers in rebooking travel to their destination. As described above in sections 2 and 10, we will promptly notify to passengers of known flight irregularities and itinerary changes. Additionally:

If rebooking options are not available and you can not arrive at your final destination on the originally scheduled arrival date due to an irregularity under our control, we may, at our direction, offer complimentary overnight hotel accommodations.

If the cause of the problem is severe weather conditions and/or other issues outside of our control, in most cases complementary accommodations will not be arranged, but we will make reasonable efforts to provide information enabling you to secure your own accommodations.